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Session Title: An Overview of Proven Customer Service Practices for Independent Evaluation Consultants

Panel Session 325 to be held in Calvert Ballroom Salon C on Thursday, November 8, 9:35 AM to 11:05 AM

Sponsored by the Independent Consulting TIG

Chair(s):

Carol payday loan  Haden payday loan ,  Magnolia Consulting LLC,  carol@magnoliaconsulting.org

Abstract: The success of independent evaluation consulting depends, in part, upon a consultant's ability to provide exceptional service to clients. This session will feature a discussion of best practices in customer service relevant for independent evaluation consultants. The session will provide an overview of some of the principal issues facing evaluation consultants seeking to meet clients' needs and will highlight ways to successfully navigate the customer service aspect of independent evaluation consulting. Specific topics to be addressed in this session include: 1) developing needs-based, comprehensive, and straightforward proposals; 2) communicating the responsibilities and expectations of all involved parties; 3) utilizing effective and responsive feedback and communication processes and procedures; 4) providing clients with relevant, practical, and timely results; and 5) sustaining customer service beyond project conclusion.

Serving Clients Through Collaborative Planning and Shared Understanding Stephanie payday loan  Wilkerson payday loan ,  Magnolia Consulting LLC,  stephanie@magnoliaconsulting.org This presentation will address how customer service begins before the initial contact with a client and flourishes throughout the evaluation planning process. Presentation attendees will gain a better understanding of how high quality customer service is evidenced during the beginning stages of evaluation work including evaluation design and proposal development. Stephanie's presentation will focus on important elements of customer service that are reflected in the planning and development process. Stephanie has over 10 years of experience working with clients from the onset of evaluations through their completion. It was because of her customer service skills and strong relationships she built with clients that she could leave a large company and start her independent consulting firm. She strongly believes that it is the care with which Magnolia Consulting works with clients and study participants that yields successful evaluations, sustains ongoing work with clients, and leads to new work through client referrals.

Serving Clients through Effective and Responsive Communication Tracy payday loan  Herman payday loan ,  Magnolia Consulting LLC,  tracy@magnoliaconsulting.org This presentation will address how evaluators can use effective and responsive feedback and communication processes and procedures. Participants will gain a better understanding of how to 1) respond to clients' specific and ongoing needs in a timely and feasible manner, 2) create feedback loops among stakeholders, 3) staff a project in a way that promotes accessibility to evaluators, and 4) establish internal protocols for communication with stakeholders. Tracy shares the team responsibility of serving as a site lead for school districts participating in studies. Tracy has insight to the importance of maintaining close contact with study participants to guide them through the timeline and responsibilities associated with each study. She also ensures that study participants' receive timely responses to their questions and concerns. In addition to maintaining contact with study participants, Tracy communicates with the Principal Investigator of the study, the client, and other relevant stakeholders, as needed.

Serving Clients Through Useful and Timely Reporting Lisa payday loan  Shannon payday loan ,  Magnolia Consulting LLC,  lisa@magnoliaconsulting.org This presentation will address how independent evaluation consultants can maintain high customer service standards by providing clients with relevant, practical, and timely results and by sustaining customer satisfaction after a project has ended. Participants in this session will expand their knowledge about the importance of customizing data presentations for specific audiences. Participants will also learn practical tips and techniques for communicating evaluation results to diverse audiences so their clients will relate to and understand the project's findings. This session will conclude with an overview of the importance of nurturing relationships with clients beyond the duration of a project and will discuss strategies that evaluation consultants can use, such as seeking feedback on completed projects, responding to requests for additional information, and maintaining ongoing communication. Lisa has over nine years of experience serving customers during evaluations of community, parenting, and school-based programs as well as through managing curriculum efficacy studies.